Lead Program Management

Job Description

Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region. The Program Manager partners closely with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution across the business.

Core Focus Areas

• Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs.
• Drive operational consistency across the AMER Customer Success organization.
• Coordinate cross-functional initiatives and ensure timely execution.
• Manage internal communications and lead regional operational cadences 
• Support forecasting processes, risk reviews, and operational reporting.
• Continuously identify opportunities to improve team efficiency.

Essential Duties & Responsibilities

• Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region.
• Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership.
• Manage and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements.
• Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content.
• Coordinate and administer the CSM Awards program, including nominations, communications, and recognition.
• Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets.
• Manage Customer Success communications, documentation, and knowledge resources.
• Collaborate with cross-functional teams to improve operational processes and execution.
• Take ownership of additional operational projects and cross-functional initiatives based on evolving business priorities.

Qualifications

​​​​​​Education

• Bachelor's degree in Business, Project Management, Information Systems, or a related field preferred.

Work Experience

• 5+ years of combined experience in Customer Success and Project/Program Management in the SaaS industry.
• Experience coordinating cross-functional initiatives and driving projects from planning through execution.
• Experience supporting leadership teams with operational planning, reporting, communications, and program coordination.
• Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications.
• Experience creating executive-ready presentations, documents, dashboards, and reports. 

Skills & Requirements

• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• PMP certification preferred.
• Excellent written and verbal communication skills.
• Highly detail-oriented with strong analytical skills and a passion for maintaining accurate data and operational excellence.
• Comfortable analyzing business metrics, validating data, and supporting forecasting processes.
• Ability to collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams.
• Self-motivated and proactive, with the ability to work independently and identify opportunities for improvements.
• Strong facilitation and meeting management skills, including leading recurring operational meetings and driving accountability for action items.
• Advanced proficiency using AI to save manual effort and time and improve efficiencies.
• Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker is a plus.
• Adaptable and comfortable with ambiguity and taking ownership of new initiatives and operational projects as business priorities evolve.

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters. 

The annual base salary range for this position is $123,000 - $152,000. This role is also eligible for a target bonus.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available. Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.